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Masters of CX

Masters of CX

By Chattermill

Learn about Chattermill: chattermill.com/

Our mission with this podcast is to examine how CX-driven insights drive greater and more sustainable growth today.

We believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you with this challenge.

When it comes to CX, that means bringing insights from the best and brightest CX professionals around the globe and bringing some of the knowledge they so diligently and admirably have built over the years.
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Currently playing episode

CX Interview Series with Leslie O’Flahavan - Masters of CX by Chattermill (Season 1, Ep. 7)

Masters of CX

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CX Interview Series with Rodrigo Padilha - Masters of CX by Chattermill (Season 1, Ep. 12)
CX Interview Series with Rodrigo Padilha - Masters of CX by Chattermill (Season 1, Ep. 12)
New Masters of CX episode!🔥 Listen to our 30-mins chat with Rodrigo Padilha, where we cover the following: 💥 Value and issues with a metrics-driven approach 💥 How to solve the problem of scaling CX within an org 💥 The role of great tools in producing great customer-centricity and how to find the right one for your team 💥 CX skills and how an engineering training propelled Rodrigo to excel in CX So grab your hot drink of choice and give it a listen! 🍵 ☕️ TIMESTAMPS: 00:42:00 - Favourite book/podcast 00:02:08 - CX inspiration 00:03:29 - Rodrigo’s superpower 00:06:30 - What does CX mean to Rodrigo 00:09:04 - Biggest challenges everyday 00:12:18 - Value and issues with metrics-driven approach 00:13:50 - How to solve the problem of scaling CX within an org 00:15:40 - How to get junior people involved in CX in every team of a company 00:19:40 - The role of great tools in producing great customer-centricity 00:25:55 - How to find the right tool to get the specific job done 00:28:50 - How Rodrigo ended up in CX 00:32:53 - CX skills and how an engineering training prepared Rodrigo to excel in CX 00:34:20 - Advice for people working to grow within the CX space 00:39:14 - Favourite learning resources to stay ahead of the game in CX 00:42:11 - How has COVID affected his CX philosophy and what can we expect going forward in CX
46:18
June 11, 2021
CX Interview Series with Diane Magers - Masters of CX by Chattermill (Season 1, Ep. 11)
CX Interview Series with Diane Magers - Masters of CX by Chattermill (Season 1, Ep. 11)
Masters of CX welcomes…Diane Magers!! 🔥 Diane is the founder and Chief Experience Officer of Experience Catalysts and is an accomplished senior customer experience, sales and marketing executive with an incredibly diverse and exceptional skillset. In our conversations we discussed everything from: 💥 How to navigate large organisations and make sure a CX plan is carried out 💥 The pivotal role of data and the right tools and making sure that the right CX strategy is bought in 💥 How to design a perfect customer experience and how a background in UX and marketing act as an advantage in doing so 💥 The correlation between great customer experience and great employee experience and how companies can enforce both. 💥…and much more! TIMESTAMPS: 00:01:47 = CX learning resource recommendation 00:03:50 = How Diane got into CX and the inflexion points throughout her career 00:08:21 = How should you practice CX today 00:11:50 = How a background in psychology and UX has helped Diane in her CX career 00:15:36 = How to get stakeholders to buy into a CX program 00:19:26 = ROI vs Cost-Effective oriented CX; how CX professionals should go about pitching CX strategies 00:23:04 = How CX has been changing in 2020/21, and what the future looks like for CX 00:28:17 = How management in an organisation can improve CX by focusing on providing great employee experiences 00:33:02 = Key skills to develop to improve and succeed in CX 00:35:23 = CX stories from the Covid 19 pandemic and lessons to take for the next couple of years
39:58
March 26, 2021
CX Interview Series with Allie Goldberg - Masters of CX by Chattermill (Season 1, Ep. 10)
CX Interview Series with Allie Goldberg - Masters of CX by Chattermill (Season 1, Ep. 10)
A new Masters of CX episode is live!! 🔥 Allie Golberg is the creator of Clubhouse’s largest CX community, CX Guru, as well as being a CX Manager at a fast-growing prop-tech startup and former WeWork Community Leadership team member. Tune in to listen to Allie talk about all things CX and community, covering the following: 💥 The evolution of a CX Manager and the different challenges at each stage 💥 How CX can be used as an engine for growth at any company 💥 How to use data to leverage your team's customer-centricity and vice versa 💥 The importance of great employee experience in alignment in order to scale as your school train internally 💥 And the compounding effect of community and all things CX 👉 🎧 Listen here and on Spotify, Google and Apple Podcasts: We hope you enjoy it as much as we did! TIMESTAMPS: 00:01:30 = book/podcast recommendation 00:02:13 = person or company whose CX inspires Allie 00:03:20 = what activity gives Allie the most energy day-to-day 00:04:45 = what is Allie’s personal CX philosophy and what does CX mean to her 00:06:13 = what are the main challenges she faces as a CX manager and why are they challenging 00:08:01 = how did her experience and approach to CX change in the different stages of the job 00:10:35 = how Allie views CX being used as an engine for growth and how she uses it herself 00:12:57 = the blend between a data-driven and people-driven CX approach to this growth engine 00:14:36 = the importance of employee experience and how to make sure everyone’s aligned around a single CX culture mandate and strategy 00:17:17 = advice on how to better communicate with customers 00:19:15 = how to pitch a CX strategy internally and make sure that leadership buys in 00:20:55 = how people in other teams outside of CX can practice CX on a consistent basis 00:22:53 = overview of Allie’s background 00:24:41 = how Allie’s background in education and community feed her approach to CX 00:27:58 = skills needed to succeed as a CX manager 00:30:20 = why Allie created CX Guru on Clubhouse 00:32:50 = are there any big dreams for CX Guru 00:34:26 = main lessons Allie has learned from creating CX Guru and participating in the conversations 00:36:59 = how did the COVID 19 pandemic change how Allie thinks about and practices CX 00:39:35 = what does the future of CX look like
41:23
March 24, 2021
CX Interview Series with Jim Buscaglio - Masters of CX by Chattermill (Season 1, Ep. 9)
CX Interview Series with Jim Buscaglio - Masters of CX by Chattermill (Season 1, Ep. 9)
New Masters of CX episode!🔥 Listen to our 30-mins chat with Jim Buscaglio, Senior Customer Success Manager at GE Digital, where we cover the following: 💥 How to lead a CX transformation, from vision to execution to scaling! 💥 How to apply a data-driven approach to your CX strategy, and a framework to make it a repeatable process! 💥 What the future holds data-driven CX, and why companies will start putting CX at the top of their agenda! 💥 Why structured problem-solving, organisational and communication skills are the top 3 skills you should focus on to excel in CX! TIMESTAMPS: 00:00:23 - Favourite learning resource for CX 00:02:08 - Person or company that inspires you in CX 00:05:26 - How Jim defines CX and his personal CX philosophy 00:07:08 - If Jim approaches CX in a ROI-driven manner, cost management manner, or a combo 00:10:51 - How to go about building and scaling a CX culture 00:12:49 - CX trends discussion and how the pandemic changed how Jim sees CX changing over the next few years 00:17:38 - How companies can focus on employee experience first to deliver great CX as a result 00:19:58 - Overview of Jim’s career and advice he has for aspiring CX and CS managers 00:23:56 - How companies are breaking silos when it comes to CX and why companies will start putting CX at the top of their agenda
27:20
March 10, 2021
CX Interview Series with Erica Mancuso - Masters of CX by Chattermill (Season 1, Ep. 8)
CX Interview Series with Erica Mancuso - Masters of CX by Chattermill (Season 1, Ep. 8)
Check out our new Masters of CX episode with nThrive’s, Erica Mancuso, who brings her expertise to talk about how to leverage your company’s CX investments, mental models to master when it comes to CX and how CX is practised within the health care industry. 👏 In this episode, you’ll learn more about: 💥 How to employ the scientific method to exercise your customer-centricity 💥 How to balance your long-term and short-term goals when it comes to your CX investments 💥 How data can leverage your organisation’s CX strategy 💥 How to solve different people-oriented or structural issues when it comes to building & scaling a CX culture 💥 How to solve the chicken-egg problem of employee experience vs. customer experience 💥 What are the essential mental models to excel as a professional in the CX space 💥 Customer-oriented changes caused by Covid-19 that are here to stay 💥 The specific CX patterns that you can learn from the health care industry So grab your hot drink of choice and give it a listen! 🍵 ☕️
44:51
March 03, 2021
CX Interview Series with Leslie O’Flahavan - Masters of CX by Chattermill (Season 1, Ep. 7)
CX Interview Series with Leslie O’Flahavan - Masters of CX by Chattermill (Season 1, Ep. 7)
On this episode, we welcome E-Write’s founder and CEO, author, online writing expert, and a sought-after speaker, Leslie O'Flahavan! This episode is all about the craft of writing and the psychological insights that turn writing into a CX superpower. We discuss the following: 💥  How excellent customer experience is like an excellent romantic relationship 💥 What makes online writing different and how to become a better writer 💥 What defines “plain language” and frameworks to write clearly, candidly and elegantly to communicate with customers better 💥 How to unite people in your organisation, from the people that develop your brand’s voice - marketers and leadership - to the CX soldiers that communicate that brand on a daily basis.  💥 How front-line customer experience operators can better use and distribute your brand’s voice as a sales tactic 💥 How you can empathetically and authentically build, document and promote your brand’s voice  💥 What are the key ‘empathy’ killers within an organisation and what management can do to avoid them We hope you enjoy this conversation :)
39:18
March 01, 2021
CX Interview Series with Jeff Toister - CX Spotlight Show by Chattermill (Season 1, Ep. 6)
CX Interview Series with Jeff Toister - CX Spotlight Show by Chattermill (Season 1, Ep. 6)
On this episode, we welcome CX pro and esteemed author of The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service, Jeff Toiser, to discuss the following: How the definition and application of CX strategies are highly idiosyncratic How empowering clients to solve CX problems is the biggest challenge but the best and most rewarding result The power and limitations of incentives - dissecting some of the obstacles organisation put in front of their employees which stop them from being their best How to make customers happy, you must first begin by making your employees happy And much more around service culture, empowering employees and moulding a sustainable customer-centric culture! We hope you enjoy this conversation :)
36:44
January 25, 2021
CX Interview Series with Jenny Dempsey - Masters of CX by Chattermill (Season 1, Ep. 5)
CX Interview Series with Jenny Dempsey - Masters of CX by Chattermill (Season 1, Ep. 5)
On this episode, CX pro Jenny Dempsey join us to talk about generosity in the CX industry, how to put customer's first and how today is the time to step on the gas with your CX strategy.  We hope you enjoy this conversation :)
38:19
October 27, 2020
CX Interview Series with Mary Drumond - Masters of CX by Chattermill (Season 1, Ep. 4)
CX Interview Series with Mary Drumond - Masters of CX by Chattermill (Season 1, Ep. 4)
On this episode, we welcome Mary Drumond of Worthix, who brings her experience as a top CX consultant as well as entrepreneur to debate aggressive (ROI-drive) vs. defensive (efficiency-driven) CX strategies. You won't want to miss this incredible discussion! We hope you enjoy the conversation :)
47:36
October 13, 2020
CX Interview Series with Nate Brown - Masters of CX by Chattermill (Season 1, Ep. 3)
CX Interview Series with Nate Brown - Masters of CX by Chattermill (Season 1, Ep. 3)
On this edition, we're lucky to have CX Accelerator's co-founder, Nate Brown, join us for a discussion about how to search for creative CX ideas and align ourselves with the right community to find the best answers for customers.   We hope you enjoy this conversation!
44:11
September 29, 2020
CX Interview Series with Shep Hyken - Masters of CX by Chattermill (Season 1, Ep. 2)
CX Interview Series with Shep Hyken - Masters of CX by Chattermill (Season 1, Ep. 2)
This edition welcomes a guest admired by the whole CX community, many of which consider him a mentor - Shep Hyken. In tough times, what matters most is our perspective. To what extent can we shift our mindset and make the best of the situation? This is one of the many interesting debates we've had throughout this enriching conversation. We hope you enjoy this interview and take just as many actionable lessons from Shep as we did.
43:04
September 15, 2020
CX Interview Series with Dan Gingiss - Masters of CX by Chattermill (Season 1, Ep. 1)
CX Interview Series with Dan Gingiss - Masters of CX by Chattermill (Season 1, Ep. 1)
This edition welcomes a very special guest, Dan Gingiss. Definitely one of your favourite CX professionals at Chattermill, who informs many of our views around customer experience.
50:36
September 01, 2020